[prower]

Yes and no.

People realize the guy there is not the whole company, but they also realize they are the only way to get communication going, and losing time only to be greeted with an "ooof" can be annoying.

Of course it also depends on the specific case (how big the problem, how angry the customer, how long the "ooof"), but I've been on both sides for a couple of years now and starting in an over-frienly manner sets the mood for an "un-important" context.

And, in particularly bad cases, that could sour the entire conversation.